ComplaintsforDiamond Factory Service, LLC

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a washer from Lowes on October 13th I did laundry on that day and when I went to do laundry two weeks later my washer no longer worked. Maytag sent these people out to my house to fix the washer, Employee ***** P fiddled with two knobs, opened the top of the washer and then looked under it. Employee ***** P then blatantly lied and said that the underside was completely corroded in attempt to get out of doing any work. ***** P then reported that my warranty which still has 9 years and 11 months on it was voided. Attached are pictures of the underside of my washer which appears to be 95% plastic. Blatant lies from this company has ensured that the washer that was only used on one day and cost $607.38 is not an oversized paperweight.

  

  Business response

  11/12/2024

  Diamond Factory Service (DFS) received a service request from ********* for the customers washer, which was not working. The appointment was scheduled for 11/6/24. The washer was purchased on 10/13/24. Upon arrival, the technician found water damage and water under the washer as well. The technician looked for the source of the water leak. He checked underneath the washer to make sure all water lines were hooked up and not leaking. After test cycling the washer he checked the hoses again and didn't find any leaks. The technician then found water leaking from upstairs. He asked the customer what was above the washer that could be leaking.  The customer stated the toilet upstairs leaks. The fact that the customer knew the toilet upstairs leaked should have been mentioned to the technician before he started diagnosing the issue. Our technican called Whirlpool to determine if the washer repair would still be covered and Whirlpool stated that it would not be covered under warranty. The technician explained to the customer that water damage was not covered and that it unfortunately voided the warranty. 
  
  There is nothing further that *** can do for the customer.  We respectfully ask that this case be closed.
  
  Thank you.

  Customer response

  11/14/2024

   
  Complaint: 22522883
  
  I am rejecting this response because: The tech did not do anything but turn two dials and lift the washer. Tech then claimed corrosion was the cause if there was water damage the boards should have been checked. As it stands there are several complaints with this company revolving around the same tech barely doing anything and telling everyone he goes to that their warranty has been voided. Had there actually been any work done I would accept this answer however since all of five minutes were spent playing with a dial and stating yeah that works I do not accept the excuses given.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My washing machine broke on 10/5/2024. A repair person (Crylvester?) came on 10/9/2024, diagnosed the problem, had to order parts and left. The same person came on 10/16/2024 and replaced the parts he ordered. The washing machine was working while in his test mode but after he left, the same problem persisted. I called him on his cell phone and he attempted to trouble shoot things over the phone- he told me to try updating the washer and that should work. Well it didn't. While he was here he put scratches in my appliances and broke the custom built shelf I have above my washer and dryer. I then had to called Diamond and get another appointment with a different repair person. A new person came, ****, on 10/23/2024 and he repaired a few things and everything seemed to be in working order. During the first load of laundry I did, washer started leaking from the bottom so I had to call Diamond Services again. I guess my washing machine being repaired 3 times already wasn't enough to be a priority and I had to wait until today, Monday 10/28/2024, for **** to come back out and look at it. Now today I am told I have to wait for a part that could take "several weeks" to come in with no estimated delivery date. I have contacted Diamond asking for a manger 3 times and haven't gotten a reply. I have also reached out to ****************** and I also haven't gotten a reply. I am currently 23 days without a washing machine and counting and doesn't seem like it's anyone's problem but mine for buying this extended warranty and getting stuck with the halfway job of their first *********** I also have a letter with more details chain of events that I am in the process of adding to as well.

  

  Business response

  11/06/2024

  Diamond Factory Service (DFS) received a service request from Whirlpool to service the customers washer.  The ********************** appointment was scheduled for October 9.  
  
  When the technician arrived, he found that several parts were needed gearcase, slider, wash plate and console.  He ordered the parts and scheduled the return appointment for October 16.  When he returned on the scheduled date, he replaced the needed parts and ensured that the unit passed diagnostic testing and was working normally.
  
  DFS received another service request from Whirlpool because the washer was now not working at all. The customer stated that they had started to run a cycle and the machine would not turn on.  DFS dispatched a different technician to the customers home on October 23rd. Upon running diagnostics, the technician found communication errors in the onboard electronics.  He replaced the main control and the user interface again, ran a diagnostic cycle and again the machine passed.  It filled, agitated, drained,and spun out as it should.
  
  The customer called back the following day to advise that the washer was leaking and to see when DFS could return.  She was scheduled for the first available day of the following week which was Monday October 28.  The same technician returned to find the washer leaking a small amount of water from the tub close to the newly installed transmission. He determined that the new seal was faulty causing this issue and ordered a new gearcase and seal. The parts were out of stock anywhere locally so they were ordered from a Whirlpool distributor and delivered to DFS on November 4.  DFS called the customer to advise and get her scheduled. The customer is scheduled for November 8.
  
  Each issue was different and unrelated to what either technician previously did.  New parts can often put stress on older parts and cause a chain reaction.  The last technician also ordered the outer tub just in case the leaking issue is due to the new seal and the old tub not meshing up properly.
  
  We are expecting this repair to complete the job for the customer so we respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* hired a company to repair a fridge however they have done NOTHING to resolve the issue even though the repair tech recommended the fridge be repaired. The over 3k fridge has been replace in january and was purchases 10/23. Has continuously failed and whirlpool and their repair company has done NOTHING to prevent it from happening again. In addition with a brand new fridge it has been out 5 days. The next service call is in over a week. Did not communicate the fridge needed to be turned off for 36 hours prior to the appointment so same as last week wasted time without a resolution.

  

  Business response

  10/28/2024

  Diamond Factory Service (***) has worked with ********* technical support regarding customers refrigerator repair. *** is contracted by ********* to repair in-warranty appliances and does not have the power to make a determination of whether the unit should be repaired or replaced.
  
  *** received the first service order on May 28, 2024 and scheduled the appointment for May 30, 2024. The complaint was occasional grinding or squeaking noises. The *** pre-screener,who was going by problem description, determined the most likely part needed for the repair was the refrigerator evaporator cover which contains the evaporator fan motor.
  
  Upon arrival the technician found the noise to be coming from the refrigerator section evaporator fan motor and replaced it with the new cover sent out to him.  Upon installing the new part, he found that the noise was gone but the LED lighting was now not functioning in half of the refrigerator.  After rechecking his own work, he called Whirlpool technical assistance and determined that the new cover was faulty and needed to be replaced again.  The technician ordered the part and returned to replace it on June 10.
  
  The next service order came to *** on October 9, four months later, with the same complaint of occasional grinding or squeaking noises. 
  
  Upon arrival on October 11, the technician again found the noise to be coming from the refrigerator section evaporator fan motor.  Again, when calling Whirlpool technical assistance, the technician was advised to replace the same evaporator cover.  The part was ordered and the return appointment was scheduled for October 18.
  
  When the technician contacted the customer to complete the repair, he found that the noise had stopped after the last trip out.  This was due to the fact that the noisy evaporator fan motor had locked up and was no longer running, causing the refrigerator evaporator to heavily ice over and the refrigerator section to lose cooling. With the refrigerator evaporator heavily iced over, the technician could not tear down the interior of the refrigerator to access the evaporator cover without the refrigerator being shut down ***** hours to give time for the ice to thaw and allow access to the evaporator cover.
  
  The technician returned to the customers home on October 21 and replaced the evaporator cover again. Unit was working as designed once this was replaced.
  
  We respectfully ask that this case be closed.
  
  Thank you.
  

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Whirlpool Fridge. Several months later I noticed some rust on the doors. It got worse so I called and filed a warranty claim. Diamond Service came out and told me rust wasn't covered by Whirlpool. I thought it was odd the service person was making a warranty decision on behalf of *********. Diamond Appliance website says its locally owned in ***********. I researched further and the company is based in the same town as *********, **********************. The owner and managers are all in ********. The customer ********************** agent said there was no local Kansas City presence, just a warehouse. The agent couldn't provide any local information. I called the customer agent at ********* and I was told that Diamond Appliance didn't state a cause for the rust so Whirlpool assumes its my fault as I must have a harsh environment where I placed the Fridge....in my air conditioned kitchen Id like two things to happen Send me new doors to my new fridge take down the mis information on your website. Your company isn't local. The owners and managers are in ********

  

  Business response

  10/07/2024

  Diamond Factory Service received a request from Whirlpool to service the customer’s refrigerator due to discoloration and rust on the refrigerator doors.  The appointment was scheduled for September 24, 2024. 
  
  Upon arrival, the technician found the rust to be a cosmetic issue due to using an incorrect cleaning agent.  Whirlpool will only cover cosmetic damage for the first 30 days.  Since the refrigerator is almost a year old (purchase date of 9/28/23), the technician advised the customer that it was not covered.
  
  Unfortunately, we are unable to assist with this.  The customer would need to contact Whirlpool.
  
  We respectfully ask that this claim be closed.
  
  Thank you,
  
  Diamond Factory Service

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON Sept 6 *****, a Tech from Diamond came to my home to repair my Amana refrigerator. Stay away from these people. I have an Amana refrigerator that never cycles off except when it is in defrost mode. Well, The refrigerator has never done that before. I figured that since I have an extended warranty, a tech from Diamond Service would repair the problem. Well, when he arrived at my home after I explained to him what was happening, he told me that there was nothing wrong with the Unit. I even explained to him that I have owned the unit for about two years and I know how the unit operates. Again he explained to me that nothing was wrong with the unit. He said that the temperature is controlled by the circuit board, and it is up to the circuit board to determine when the unit will cycle off. I explained to him what if the circuit board was malfunctioning; again he told me that there was nothing wrong with the refrigerator. He never even bothered to check the circuit board to determine if it was functioning correctly. All I got from him was some blather about how these new units just keep on running until they get ready to cycle off. Stay far away from this company. Now I may have to purchase a new frig because the cost to repair this two-year-old Amana may be more expensive than it is to buy a new fridge. What's the sense of having an extended warranty if the tech won't even take the time to check to see if the circuit board is functioning correctly? Again Stay away from this company. I would give Diamond zero stars if it were possible.

  

  Business response

  09/23/2024

  Diamond Factory Service (DFS) had a warranty call scheduled for this customer in August 2023 with a similar complaint.  The service call was cancelled by the customer before we ever dispatched a technician to the customers home.  DFS received a new ********************** request (which was now dispatched under an extended service contract) and scheduled for August 28th 2024.  This was also canceled by the customer before a technician was dispatched.
  
  DFS received another service request on August 28th 2024 which was canceled and rescheduled for September 06th 2024.  The technician arrived at the customers home within the time window, checked temperatures on arrival, and found this unit to be working as designed.  The technician explained this to the customer and advised that we couldnt do any type of repair because the unit was working correctly at this time.  The customer then became irate with technician and threw him out of the house.
  
  The customer then called DFS main office and complained that the technician was wrong and the unit was not working as it should.  He demanded a different technician to return and repair the unit. The Service Manager called the customer (spoke with ******)and advised that he would send a different technician to the house as a second opinion and have the technician call him to advise what he found.  The customer agreed to this and thanked him for calling.  The service call was scheduled for September 12th 2024, and again the call was canceled by customer and rescheduled for September 17th 2024,and again it was canceled by the customer.
  
  Throughout the process, the customer submitted three ********************** complaints and 3 negative Yelp reviews.
  
  Given that the customer has cancelled his ********************** appointment with us, we respectfully ask that this claim be closed.
  
  Thank you.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has come out to my property 4 time and have damaged my washer more then repaired it. First visit the technician came out replaced the gearbox fixed the washer and RAN out the back door as he yelled the washer is all fixed. This was not true infected called the customer ********************** to try and get in contact of his with his manager to find out they dont EVER answer their phones. I did leave a detailed message saying exactly what happened. An hour last got a call back from the tech say he will be coming back out the next day to see whats wrong with the washer. He arrives the next day to tell me that he goes off of what the tech line says to him and thats how he knows what he is doing. I would type the rest of story but Im done wasting any move of MY time and MY money of this useless of a company.

  

  Business response

  08/07/2024

  Thank you *********************** for writing us regarding your concern.
  
  To confirm where things are as of this writing.  We had our Team Leader in ********* out to look at your washer yesterday.  He diagnosed that the unit needed a control board, in addition to the other parts you had someone install.  That control board was overnighted in, and the repair was completed this morning.  Our understanding is that todays repair was done to your satisfaction.  As a result, we are closing our repair file on this.  
  
  I also see that you reported a disputed amount of $400. We arent sure where that is coming from, since you have not paid us for any of the repair work we were involved in.  Perhaps that is related to the parts you purchased, or any other amount paid to the other company you had working on your washer.  Or perhaps that is what you paid for your extended warranty.  From out point of view, there is no amount to settle up on with Diamond.  
  
  The other comment Id add is that you noted that you had some other servicer tell you it needed a control board, and wondered why we didnt just head down that path.  It is pretty unusual for us to get involved in a repair someone else has started.  We typically have little idea what theyve done, often are involved with cleaning up things that were done wrong, and given that they didnt complete the repair, we certainly dont trust any diagnostic work theyve done, which is nearly always proven to be correct.  In this case, if they knew the control board was bad after installing the other parts they thought were bad, why didnt they simply complete the repair for you?  That isnt a question I need answered, but given the amount of work we do, those are issues we typically encounter.  
  
  I hope that helps you understand a bit more about what happened, and how we approach these scenarios.
  
  Again I apologize for your frustration, and hope this helps you understand what happened.
  
  ***/Owner

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Assigned to this company as a service subcontractor from Whirlpool. When I scheduled my fridge repair I cited "The issue has been diagnosed as a broken compressor. Please come prepared to replace the compressor on this model."They provided a 6 hour service window during a work day, came in the last hour, charged me $175 service fee and told me I need a new compressor and would need to reschedule for another weekday. They promised since a compressor replacement generally takes time and resources that it would be a morning appointment.The day before the next call they told me the service window was 12-6pm. When my tech wasn't there by 4:30 I called to see if there was an eta, I was told he was already checked in at my address. He didn't arrive until 5:56 and then told me that his torch was broken and he had already used up his other one during the day. He tried to reschedule for Tuesday - I told him I could not burn another day of work sitting around waiting for him (I do NOT work from home). He proceeded to promise me 7:30am Saturday.Today I received a call that my Saturday appointment was "Tentatively" moved to Tuesday. I've paid these people and lost not only the value of the food in my fridge and the cost of trying to live without a fridge for 2.5 weeks, but also the value of days lost at work. I don't have unlimited PTO and my family vacation is compromised now and they want me to Trust them and take another day off to sit around and wait for them to maybe show up and maybe take care of my issue.I've called back trying to get another technician to come out earlier or any kind of service guarantee and have just been sent to voicemail time and time again - both their scheduling line and the manager.I just want these people to actually do the work I've already paid them for to WHEN they are supposed to do it without costing me or my family any more unnecessary hardship.

  

  Business response

  06/04/2024

  Dear **************,

  
  Thank you for reaching out with your concerns.  
  Im sorry for the scheduling issues you received from our team.  It isnt how we want to operate.  
  
  
  I was pleased to talk with you after my tech was there on May 29th.  During that call you reported that the repair was completed to your satisfaction.  I also provided you with my cell number and asked the you contact me if there were any further issues.  
  
  
  Again, please accept my apology for the scheduling problems.  
  
  
  Best Wishes
  
  
  ***
  General Manager

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Whirlpool is under warranty and Diamond services the appliances in my area. Unreasonable request to have exterminator come twice. I live in the country and an occasional mouse will come in. Taken multiple visits because diagnose, came back with wrong parts. Customer ********************** was very poor. I also think they damaged the washer because it is in worse shape then when they got there.

  

  Business response

  04/25/2024

  Diamond Factory Service has received the proof of extermination and a return appointment has been scheduled for ***** 30.  At that time the technician will be able to provide a detailed list of parts installed and an explanation of the service provided. 
  
  We hope that we are able to complete the repair with no issues on the 30th and that should resolve the customers issue.
  
  We would request that this case be closed at this time given that we are taking care of the customer.
  
  Thank you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jenn-Air was contacted to request service for a malfunctioning cooktop. Jenn-Air referred me to Diamond Factory Service who scheduled a diagnostic appointment. Upon a visual inspection, the technician let me know he would be unable to disassemble the machine because it was a down draft cooktop and it required two people. He informed me he would have to return with another technician whom I would be responsible for the cost of plus their labor and gave me an estimate of almost $600.00, not including parts, to fully diagnose and repair the cooktop. My expectation and their (Jenn-AIr and DFS) guarantee is I would receive a full diagnosis and repair cost on the diagnostic visit. That was not the case because they could not disassemble the machine. DRS did not diagnose the cooktop based on an internal inspection of the item and did not provide me a complete estimate on their diagnostic visit. Yet, I was expected me to pay $175.00 diagnostic fee plus almost $600 plus parts on their return visit. I did not pay the diagnostic fee because I did not receive a fact based definitive diagnostic nor guaranteed cost estimate to complete the work. I called DFS and explained the situation yet they disagreed and argued the technician came for the diagnostic visit, which we agreed he did. However, DFS did not hold up their end of the visit as explained above. We agreed to disagree.

  

  Business response

  04/15/2024

  I do apologize for the delay in responding.  I was on vacation and just returned.  We will review and respond within the next few days.

  

  Business response

  04/16/2024

  *************************,
  We are in receipt of your Better Business Bureau concerns. Let me respond to the points you made:
  
  Neither Diamond nor Jenn-Air is able to tell you what a particular repair will cost until we inspect the unit.  While that inspection is not free, that cost is applied to the total repair cost. Even then, at times, estimates can change once a technician starts working on the unit.  The nature of so many electronics in todays appliances prevents us from testing certain circuits until a known defective part is replaced.  We do not charge extra for this, even if more visits are needed, and do not charge for any parts that were not needed.  Youll find this same model in todays automobiles, however, sometimes that is harder to see because the vehicle is in their bay vs someone visiting your kitchen. 
  
  Our normal trip and diagnosis fee is $175.  This is a pretty typical rate for the Greater Boston area.  This does assume that the diagnostic work can be done by one person.  If for whatever the reason we learn that two people are needed to diagnose the unit, and/or repair it,there is an additional labor charge for this.  As a result of your not agreeing to pay this, and our not being able to do the work with one person, no estimate was provided.  
  
  You also noted that we quoted you $600 to repair your cooktop.  Given that we really couldnt do that inspection, theres a lot of speculation regarding what the repair would involve.  We can all agree that we didnt open up your cooktop, and therefore any cost estimate is little more than an educated guess.  The technician is telling us that you wanted some kind of an idea of what it might cost, so he noted this amount, also indicating that we obviously have not been inside the unit to really know what it will cost.  
  
  I can see that you called our call center.  That is certainly fine.  Our rep was trying to explain this to you, and you hung up, noting that we could bill you, and that youd dispute it.  I presume that means you simply were going to refuse to pay anything.  
  
  Your request was for a billing adjustment.  We are not planning to bill you for this visit.  I should add that we have closed out the work order at no charge to you.  
  
  I wish you the best of luck with your cooktop repair and regret our not being able to help you out.  
  
  ***/Owner
  

  Customer response

  04/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a service for my washer through Whirlpool whom the above named business Diamond Factory LLC originated out of ******** but operates in ************* is contracted with.I was originally told the service would be 3/5/24 between 8-4 pm. When the time approached 2 ****** hadnt received a phone call nor a knock at my door I contacted the Diamond Factory. An operator answered who told me that the reason they had come but left. The reason being they rung the doorbell (mind you the doorbells are not labeled in my apartment) & that they didnt have a contact number on file to let me know they were here I found it absurd that my service was relayed to them but not my contact information, and I expressed that. As a business doing business with another why is my contact information not being relayed? I asked that question and the operator did not care to help resolve my frustrations but rather put the blame on me and not Whirlpool. Also noting, the operator confirmed the 8-4 time window and the fact the technician showed up at 12:30 (I was home). She told me I can get service elsewhere or have to wait another week. I contacted them again in hope to reach a different operator which I did. This operator was also unable to answer my questions in regards to my contact information but agreed it was weird. He informed me that the service would have been between 12-6 contradictory to what I was told by Whirlpool AND a Diamond Factory operator. I then took things up to the manager *******. ******* was worse than the operators.Rather than hearing me as a frustrated customer due to the fact they cancelled my service, the miscommunications, and the absolute ignorance of resolving the issue in a timely manner, he too was placing blame on *************** He was condescending & demanding respect he was not giving. I asked again calmly how they expect to service somebody without their contact info. He proceeded to tell me take my business elsewhere and hung up on me.

  

  Business response

  03/13/2024

  Thank you for letting us know about your concerns. Let me provide some comments:  
  
  I cannot speak to why Whirlpool did not transfer your contact information to us.  The simple fact is that we did not get it, and it is every bit as frustrating for us as it is you.  Not having that information on file prevents really any form of communication, and certainly leads to things like our showing up with your not expecting us.  
  
  Id add that we ********************** hundreds of customers each day, and for the most part, the data transfer from Whirlpool works well.  
  
  Im happy to have someone contact you to schedule a time that works for both you and us.  I see that we do have a contact number on file, ending in 5339.  I will have someone attempt to contact you tomorrow, Weds, to schedule a time.  
  Lastly Id add that if when we call you use inappropriate language with our employee again, the call will be terminated, and no service will be provided. 
  
  Please also understand that while I have no reason to believe you did anything wrong, the view applies to us too.  We are given a service request, that for whatever the reason didn't include a means to contact you.  The only thing we could do is attempt to find you at your house to provide the work.  Which is exactly what we did.  
  
  I hope that helps you see what happened more clearly, and I also hope that well be able to assist you quickly.  
  
  ***/Owner

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩